Customer Contact Comms Associate - Voice

Role Summary

Accenture is hiring a Customer Contact Comms Associate - Voice for its Customer Support & Intelligent Operations division in Bengaluru, Karnataka. In this customer service role, you will manage and resolve incoming customer queries across voice, email, and chat channels. You will address customer complaints, handle escalations, ensure first-contact resolution, and close service tickets within strict SLA timelines in a dynamic team environment.

Key Responsibilities

• Customer Interaction & Resolution: Manage omnichannel customer touchpoints (Voice, Email, Chat) to troubleshoot routine inquiries and resolve customer issues effectively.
• Escalation & Complaint Handling: De-escalate complaints from dissatisfied customers, provide appropriate solutions, and follow up to ensure end-to-end customer satisfaction.
• SLA & Operations Management: Ensure fault reports, tickets, and operational complaints are documented and closed within stipulated Service Level Agreements (SLAs).
• Process Compliance: Follow standardized operating guidelines and collaborate with direct supervisors and team members to deliver consistent customer experience.

Key Qualifications

• Education: Any Graduation degree (B.A., B.Sc., B.Com., B.Tech, BBA, BCA, etc.).
• Experience: 0 to 3 years of experience in Customer Support, BPO, Voice/Non-Voice process, or Omnichannel Communications.
• Mandatory Skills: Omnichannel Customer Communications, excellent verbal/written English communication skills, email/chat typing speed, and problem-solving ability.
• Preferred Exposure: Experience handling customer escalations, SLA tracking, and working in rotational shift environments.
• Work Setup: Full-time position with rotational shifts in Bengaluru, Karnataka.

About Accenture

Accenture is a global professional services company leading in digital, cloud, and security solutions. With over 780,000 employees globally, Accenture offers strategy, consulting, technology, and intelligent operations services across more than 120 countries.